Position Description
The Collections Officer is responsible for managing loan recovery
process for delinquent accounts by analyzing the customer's financial
situation, contacting customers through various communication channels (phone,
email, in-person, social media etc), and establishing repayment arrangements.
Roles Responsibilities
●Loan Recovery Process: Initiate and manage the loan recovery
process for delinquent accounts by analyzing the customer's financial
situation, contacting customers through various communication channels (phone,
email, in-person), and establishing repayment arrangements.
●Communication and Negotiation: Engage with customers to understand
their financial challenges and negotiate feasible repayment solutions, considering
the customer's circumstances and d.light’s policies.
●Collection Activities: Conduct thorough research on customer
accounts, update payment statuses, and maintain accurate records of
communications and payment arrangements. Implement collection strategies to
maximize loan recovery success.
●Compliance and Documentation: Ensure compliance with all legal and
regulatory requirements during the loan recovery process. Prepare necessary
documentation related to the recovery efforts and maintain confidentiality of
sensitive customer information.
●Customer Service: Provide exceptional customer service to
customers by addressing their queries and concerns with empathy and
professionalism, helping them understand the recovery process and available
options.
●Reporting: Prepare regular reports on the status of recovery
efforts, detailing progress, challenges, and Key Performance Indicators (KPIs)
to management.
●Collaboration: Collaborate with internal teams such as Sales, Supply
Chain, and Customer Experience departments to resolve complex cases and
identify potential risks related to loan recovery.
●Continuous Improvement: Stay updated on industry best practices
and trends in loan recovery and collections. Suggest process improvements and
strategies to enhance recovery rates and reduce delinquency.
Requirements
●Bachelor's degree in finance, business administration, or a
related field.
●Previous experience in loan recovery, debt collection, or a
similar role within the financial services sector is preferred.
●Strong understanding of lending processes, loan products, and loan
documentation.
●Excellent communication and negotiation skills with the ability to
handle difficult conversations professionally.
●Sound knowledge of relevant laws, regulations, and compliance
standards related to loan recovery and debt collection.
●Analytical mindset to assess customers' financial situations and
develop suitable repayment plans.
●Proficient in using computer applications, databases, and Customer
Relationship Management (CRM) software.
●Ability to work independently and collaboratively as part of a
team.
●Demonstrate problem-solving skills and attention to details.
●Empathy and patience when dealing with customers facing financial
difficulties.
Locations: Lagos, Ogun, Enugu, Calabar, Rivers & Bayelsa, Ogbomosho and Abia